When I talk to organisations around the world about their customer experience strategy, it is often the CMOs and their marketing teams who take the lead. They’re keen to improve the ways they attract and engage customers, and they want to understand the technologies that can help them make their customer experience truly outstanding.
CMOs have an important role to play in mitigating risk and responding to cybersecurity.
With social and economic uncertainty and the changing political landscape, how can CMOs adapt to seize opportunity?
Our corporate structures are long hardwired into our psyche and state of mind. Are years and years of engrained behaviour versus a few weeks of ‘new’ during COVID-19 really going to make that much impact?
The impact of coronavirus is far reaching with the true impact on the economy and businesses is unknown. While there are a few categories and brands experiencing growth, for the most part the crisis is wreaking havoc for large and small operators across many sectors including entertainment, tourism, retail, fitness, services and the list goes on.
A few weeks ago, our Prime Minister, Scott Morrison took it upon himself to tell companies and their CEOs where to go when it came to societal issues. It wasn’t an organisation’s place to get involved. Instead, he said it should be left to governments to solve societies challenges.
Aaron is an experienced search, content and social marketer. He has worked with some of the world’s largest and most recognised brands including Salesforce, Coca-Cola, Target and others, to build their online presence.
Veronica is one of the founders of Theatre of Leadership, which combines voice, speech and performance training with leadership development approaches to break new ground in preparing inspirational leaders and communicators for today’s media savvy and constantly challenging business world.
Jean-Luc Ambrosi is an award winning marketer and recognised expert in branding and customer relationship management. He is the author of the new book, Branding to Differ, a strategic and practical guide on how to build and manage a successful brand.
In his role as research director, Michael leads a team of Forrester analysts in Asia-Pacific focused on helping business and technology professionals embrace digital transformation to deliver increased business value. Michael’s coverage focuses on how firms can embrace innovation and adopt organisational structures, processes, and technology to improve customer experience and drive operational excellence. Michael has 20 years of research and consulting experience and joined Forrester through its acquisition of Springboard Research. Prior to Springboard, he led software infrastructure and application integration research in Asia-Pacific for Gartner, advising large organisations on strategies for sourcing, implementing, and managing enterprise applications and software technologies. He previously conducted software research and implementation at Meta Group, Hurwitz Group, and Prudential Insurance.
Dr Chris Baumann is an associate professor at Macquarie University in Sydney, researching competitiveness, education, East Asia and customer loyalty. He has authored more than 50 refereed journal articles and conference papers with more than 350 citations. He has been awarded for his research and teaching, including from the Australian government for enthusiastic approach to education. Dr Baumann is also visiting professor at Seoul National University (SNU) in Korea and at Aarhus University, Denmark. He introduced ground breaking concepts: Competitive Productivity, Latecomer Brand, Premium Generic Brand (PGB) and the ‘country of origin of service staff (COSS)’ effect. He has a long-standing relationship with Simon Fraser University (SFU), Canada, as MBA Alumni and research collaborator.
Jennifer Beck is a vice-president and Gartner fellow. She serves digital marketing leaders, specialising in multichannel marketing across digital and offline channels and offers advice to CMOs and CEOs on how to competitively position their companies, create and manage their brands, enter the digital arena and maximise marketing and sales investments.
James is the experience chief at Kalido, a new breed of customer experience consulting and delivery firm which uses data to drive growth and customer value through marketing automation, Web and mobile experiences, and content creation. Kalido is the leading Salesforce Marketing Cloud Partner in the Asia Pacific region and part of the ASX-listed IVE Group, a diversified marketing communications business with annual revenues in excess of $600 million and over 1500 employees.
Eric co-founded Bluewolf in December 2000 with the intent of re-defining software consulting. Fourteen years later, Bluewolf is the longest standing professional services agency solely focused on the Salesforce platform. Bluewolf has worked with thousands of clients globally to achieve long-term success with Salesforce. As CEO, Eric drives the strategic direction of the firm, working with his executives and their teams to deliver extraordinary customer moments.
Mike Bird is CEO of Australian revenue performance management agency, Social Garden. His specialities include data-driven lead generation and enterprise marketing automation.
Scott Brinker is the CTO of ion interactive, a marketing software company specialising in post-click experiences. He is also the author of the Chief Marketing Technologist blog, where he covers the intersection of marketing, technology and management.
Jacqueline (Jaci) Burns is a B2B marketing steward and strategist who specialises in services, solutions and intangible products. Her agency, Market Expertise, provides the full suite of marketing services to businesses in the technology, professional and financial services, and knowledge sectors. Jaci is an established columnist and freelance contributor who writes about marketing, technology and management issues.
Mark is a world renowned thought leader in digital innovation, customer experience, social media strategy and service design. He is the digital strategy and customer experience columnist for BRW and has had well over 400 articles published in industry publications. Mark is also a regular speaker on customer experience, social media and digital strategy. Currently he is CEO of Melbourne-based customer experience innovation consultancy, Working Three.
Doug is the managing director of Razorfish Australia, a digital experience marketing agency and arm of one of the world's leading digital consultancy businesses. Doug has more than 21 years of industry insight, with extensive client service experience and a passion for digital. In 1999 he founded one of Australia’s leading brand activation companies, The Marketing Store, and in 2007, he co-founded the Social Media Club Sydney, building it into the world’s largest Social Media Club with more than 300 chapters. Doug’s passion for digital led Doug to join Razorfish in 2009 as executive director of client services. He became managing director in 2012.
Paul is co-founder and strategic partner of Brand+Story, a branded content + entertainment consultancy based in Sydney. He and creative partner, Josh Whiteman, have spent a combined 40 years in broadcast media, digital advertising and branded content production. Paul was previously co-founder and executive content director of The Story Lab Australia, part of the Dentsu Aegis Network. Seeing an opportunity to do away with the expensive and outdated agency model, the two now concentrate on working with select clients to develop high quality branded content and entertainment solutions while also developing their own feature film and TV projects.
Scott Donald is the chief strategist at Creativ Digital, an Australian digital agency specialising in ecommerce website optimisation. He designs builds and provides marketing for websites to perform at their best.
Jason Dooris is the CEO and founder of growing Atomic 212, Australia's fastest growing media and marketing agency on the BRW 2014 list. Over the past 20 years, Jason has held a variety of senior local and global industry positions including CEO MediaCom UK, deputy CEO MediaCom Europe, GM Saatchi & Saatchi NZ, GM Ogilvy & Mather Australia, GM Dentsu Aegis Australia and consulting practice director, Deloitte Asia. His vertical experience covers most categories with a particular focus on retail, automotive and FMCG.
As digital director for Australian content marketing agency Edge, Joel is passionate about how brands can use digital strategies to achieve their business goals. He has worked with a number of Australia’s biggest brands, helping them to execute clever content strategies across multiple digital platforms to achieve great customer loyalty, engagement and sales. Brands Joel has worked with at Edge include Australia Post, Woolworths, Australian Unity, Suzuki, Australian Super and Crown.
Nathan is the branch manager at Digital Next, a full-service digital agency based in South Melbourne specialising in responsive Web design, SEO, PPC and social media marketing. He's a passionate digital marketer specialising in business development and long-term strategy, with experience from a multitude of SEO disciplines combined into a role which supports and progresses online businesses.
Luke Evans is the project director at DT with more than 15 years’ experience in IT, working in the United Kingdom, Australia and United States. DT is an Australian creative technology agency that has been working with brands around digital strategy and marketing since 1996. The team covers platforms and campaigns, ads, apps, websites building, social campaigns, and aims to help clients solve customer experience problems. DT is a member of OgilvyOne Worldwide and owned by STW, a marketing content and communications group. Clients include Bunnings, Officeworks, Tourism Australia and NAB.
Chris is founder and managing director of BeInbound, a marketing training and advisory firm who helps B2B CMOs and their teams with their transformation to an effective, digital, inbound focused team. chris.fell@beinbound.com.au, via LinkedIn or go to www.beinbound.com.au
Katja is an Australian pioneer in the field of experience design and all its components.Back in 2014, Katja founded syfte, a specialist business in research and experience design acquired by Wipro in 2018. She was then appointed Australian MD of Designit. Katja was also a co-founding member of the Interaction Design Association Board (IxDA) in Sydney, helping build a community of over 1600 designers. Today, Katja is international director on IxDA’s global board. Katja is a sought-after speaker for organisations including Women In Design, Leaders in Heels, Women In Commerce, Code like a Girl, Telstra and Macquarie Bank. Katja was recognised as a Top 10 Australian Women Entrepreneurs 2018 by My Entrepreneur Magazine and one of the 100 Women of Influence by Westpac and the Australian Financial Review in 2016.
Dr. Linda Friedland is an authority on executive and corporate health, women’s wellbeing as well as stress management and performance. Linda is also a graduate of the Australian Institute of Company Directors (GAICD) and a health board non-executive director.
Janine is a businesswoman and entrepreneur, passionate about the return to open and transparent corporate relationships and the power of commercial collaboration in future-proofing careers and businesses. Janine is the author of <i>From Me To We – Why commercial collaboration will future-proof business, leaders and personal success</i> published by Wiley. She is the founder and CEO of LBDGroup and works with senior leaders to build high-performing teams.
Karen Gately is the author of 'The People Manager’s Toolkit: A Practical guide to getting the best from people'. A highly regarded leadership and people-management specialist, Karen is the founder of Ryan Gately, an HR consulting and Leadership development practice. For more information, visit www.karengately.com.au or contact info@karengately.com.au
Steve is an innovation consultant, keynote speaker, author, blogger and podcast host. He is the co-founder of Collective Campus, an innovation hub, school and consultancy based in Melbourne, Australia that works with organisations of all sizes to help them adopt the mindset, methodologies and tools to successfully explore new business models and disruptive innovation in an era of rapid change.
Josh is the regional advanced analytics and omni-channel consumer marketing leader for global management consultancy firm, McKinsey & Company. The organisation is a trusted advisor to businesses, governments and institutions and provides management insights. Josh’s previous experience includes global general manager at Amazon Prime, head of consumer ecommerce and database marketing at AT&T, and head of CRM at Capital One Auto Finance. He holds a Bachelor degree in Industrial Engineering from Arizona State University and a Masters in Civil and Environmental Engineering from Stanford University.
Wesley ter Haar is co-founder of MediaMonks and European Chair of SoDA. He co-founded MediaMonks in 2001 with an aim to wage war on mediocre digital production. A fan of tight deadlines and a giver of spectacular high fives, Wesley has worked tirelessly to grow MediaMonks into creative production company with global reach. He spent his late teens and early twenties wrestling the beast that was Flash in a basement office that technically did not existent according to building schematics. In the years since, MediaMonks has grown to accommodate 600 Monks, with offices in ten cities around the world.
Kathy has led consumer and brand marketing for major advertisers, most recently as head of retail marketing at ANZ Bank. She also held head of marketing roles at Westpac, St George and Optus. As client business director at TrinityP3, she specialises in driving marketing effectiveness and efficiencies with digital, creative, media, research and PR agency partnerships for CMOs and their leadership teams.
Andrew co-founded Green Hat, a digital marketing agency devoted to B2B. Over the last five years, he has focused on customer lifecycle and digital marketing for the ‘considered’ buying process. He developed the 3C3P Lifecycle Marketing & Automation Program methodology – an approach for inbound and content marketing that has been adopted by blue-chip clients including IBM, EMC, Mercer and Konica Minolta. Andrew regularly speaks on the conference circuit and is co-author of the annual B2B Marketing Outlook Report. He is also a member of the ADMA B2B Expert Group.
Aden is the managing director and executive creative director of VML Australia and New Zealand, the region’s fast-growing digital creative, content and technology agency. Aden has been the driving force behind groundbreaking campaigns for the likes of Microsoft, Hyundai, Kellogg's and McDonald’s. He continues to deliver influential digital projects for the Commonwealth Bank, AMEX, ASB Bank and SPARK in NZ, in addition to leading product and service design innovations for businesses like Rip Curl & NSW Government. Aden helped launched VML into Australia in early 2012, which now boasts almost 100 employees and a number of the region’s most coveted accounts. Since opening, VML has become the #1 digital agency in the country, and is ranked #7 globally on the prestigious WARC100 list. An industry leader in his own right, Aden is on the advisory boards of multiple startups, and is the author of a leading global digital marketing and technology blog: Digital Buzz. He also sits on the digital committee of the Communications Council of Australia and judges at a host of local and international advertising award shows.
Jason has more than two decades of agency, consulting and client experience. As national head of planning for OgilvyOne, he is focused on building strong relationships and strategic insightfulness; as a client, he developed a broad range of commercial marketing skills. Jason's passion for results-driven creative thinking sees him working across digital and data solutions, leading large CRM and loyalty based projects for clients including American Express and IBM.
Craig Hodges is the founder and CEO of King Content, Australia’s most awarded digital content marketing agency. With more than 20 years' experience in the content industry, Craig has worked in magazines, publishing, Internet radio and Web development before embracing his true passion - digital content marketing.
Anthony Howard is an executive mentor and founder of The Confidere Group. Known as the ‘CEO Whisperer’, Anthony has written and spoken extensively on Human-Centred Leadership and has recently released a book on the topic, Humanise: Why Human-Centred Leadership is the key to the 21st Century (Wiley, $32.95).anthony.howard@confideregroup.com
Olive Huang is a research director at Gartner. She is part of the CRM software research team and focuses on customer service and support, contact centres, CRM vendors and service providers, as well as CRM strategy and best practices in Asia-Pacific.
Hans Hulsbosch is one of Australia’s most influential brand designers and the executive creative director at Hulsbosch – Communication by Design. Over the past 31 years, he has been involved in national rebranding and repositioning projects for Woolworths, Virgin Australia, Masters Home Improvement and national sports retailer, Rebel.
Jacki joined Starlight Children’s Foundation to amplify momentum of the organisation’s digital transformation journey. With over 20 years digital experience spanning strategy, UX, engagement and production she is charged with ensuring the marketing technology stack and Starlight’s suite of digital touchpoints deliver a streamlined, customer centric approach that not only delivers exceptional experiences for all customers, but improves ROI and achieves ambitious growth targets.
Glen Jeffreys has over 15 years’ experience working across commercial, NGO, government and higher-education sectors, he is a digital creative, specialising in ideation, creative development, UX and instructional design. He believes UX is about understanding ‘audience and purpose’. Successful UX design requires a highly collaborative approach spanning the entire project lifespan, from product visioning through to blueprinting, production, testing and launch. Glen is the head of user experience for Deepend Group, an independent, digital communications and innovation consultancy group.
Jason is the lead partners of PwC Digital INtelligence and founder of The Idea Society.
Dan Kalinski Chief Executive Officer, iProspect ANZ Dan was appointed CEO of iProspect Australia and New Zealand in May 2016 following four years as managing director. Dan has a career spanning over 16 years in the performance marketing industry, on both client and agency side. Working for brands such as Reprise Media, MullenLowe Profero and Media Contacts, he has gained experience throughout the UK, EMEA and APAC, and across multiple verticals for leading global brands such as Coca Cola, FedEx, P&G, Burberry, Prada, NatWest, HSBC, Nokia, Microsoft, General Motors, Glaxo SmithKline and Exxon. At iProspect, Dan leads 200 staff across Australia and New Zealand. His strengths include product innovation, market strategy, mergers and acquisitions, team and business development.
Tropfest finalist and advertising creative, Kevin Lim, heads up Edge’s film division, The Department of Moving Image. Kevin has extensive experience in film development and production, and his short films have played in numerous international film festivals and advertising. He has also directed and produced TVCs and branded content for brands such as Coca-Cola, Nestle, Sony and Unilever on projects with a total of more than 5 million views.
Abbie is an energetic and passionate professional with diverse industry skills and experience, both internationally and in Australia. Her knowledge spans the core 'usual suspects' of media, advertising and marketing, along with a more unique application of advocacy, consumer experiences, and word of mouth. She is currently a strategist at Ikon Communications, a full-service strategy agency working across a multitude of local and international brands and industries.
MarketSphere looks to bridge the gap between IT and marketing. The company provides a specialised set of skills around understanding the application of technology to all aspects of the marketing function, including team, process, technology and results-driven tasks. MarketSphere has consulted for 20 of the US’s top 80 advertisers using its Control the Chaos methodology.
In digital since dial-up, Rob Marston works at the bleeding edge of digital and mobile marketing and has built his reputation on an unwavering passion for nascent industries. With two decades of expertise under his belt, in 2012 he founded specialist mobile agency, Zeus Unwired, which works with clients including Yahoo, EA, Woolworths, Adobe and Jack Daniels on mobilising advertising and harnessing brand potential using continually-evolving digital technology. Today, he's the head of Airwave A/NZ. Rob also lectures at The University of Sydney, UTS and RMIT, and is a regular speaker on the potential of mobile.
Joe Martinico is the Editor of Marketing Automation.com. He speaks on and is writing a book on the topic. He has trained thousands of salespeople and business owners on "How to Sell. More. Effectively".
Harley Manning is a VP and research director, Forrester, while Thomas McCann is a senior analyst, Forrester. Both are distinguished industry commentators on customer experience as a practice, discipline and growth strategy.
Chris is the managing director of Jaywing, a UK-based data science marketing company that officially set up shop in Australia in 2017 off the back of its acquisition of Digital Massive.
Jeremy is a co-founder and director of strategy and development for POMT, an Australian-based innovator delivering technology services and solutions for modern and flexible workplaces. Jeremy oversees the company’s strategy and direction, manages its consulting services division and shapes POMT’s product and services development. He is a pioneer in the application of technologies to support activity-based working and flexible working environments, successfully leading a large number of major projects within this space in Australia.
Laura is a leading expert in business-to-business (B2B) marketing with hands-on senior management experience in corporate, industry, and product marketing; demand management; and social media. Her research addresses the marketing organisational structure, skills, technology, process and customer experience concerns that top marketers need to understand and integrate into programs that address ongoing evolution in buyer behaviour, markets, channels and competition. Laura worked at Forrester from 2001 to 2010, where she started up its B2B marketing practice. Prior to Forrester, Laura held marketing leadership positions at various companies in California's Silicon Valley, including Verity, Stratify (now part of Iron Mountain), Vitria Technology, Sybase, and Tandem Computers.
Dan Ratner is managing director of branding and communications agency, uberbrand. He has more than 15 years’ experience in marketing, communications and branding and is passionate about branding as an enabler to fulfil organisational objectives. Working closely with uberbrand’s clients Dan works to understanding the current customer perception in the context of business goals and aspirations. Dan works with well-known Australian brands across a variety of sectors including financial services, travel and education.
Oliver is the founder and CEO, Torque Data. He is a leader in helping marketers gather and understand data-driven insights and use them to develop and deliver effective marketing programs. Oliver has been working with major brands and agencies across the UK and Asia Pacific since before big data became a buzzword, and founded Torque Data in 2001 to revolutionise the approach to data-driven marketing, sales and customer management. Torque’s Momentum was the first Marketing Data Analytics as a Service Platform is backed by a multi-lingual team of data scientists, strategists and campaign managers.
Ronald is the vice-president and principal analyst for customer experience at Forrester Research.
Kyle Ross is a strategist at TRP; a creative and media agency helping premium brands sell to more people, for more money.
Gai Le Roy is the director of research at IAB Australia, chairing the bureau’s Australia Measurement and Research Councils. She also leads the Mobile Advertising Council’s measurement and research projects. Gai has a wealth of experience in online media, digital strategy, insights, marketing and research, and was formerly GM of audience insights and research at Fairfax Media. She previously worked as insights manager at ninemsn for 10 years and was also VP of research and audience measurement at Nielsen Online.
Jodie Sangster has been the CEO of the Association for Data-driven Marketing and Advertising (ADMA) since 2011 and is also chairperson for the International Federation of Direct Marketing Associations (IFDMA). She has worked across the US, Europe and Asia-Pacific for 14 years with a focus on data-driven marketing and privacy, and began her career as a lawyer in London specialising in data protection. Her resume includes senior positions at Acxiom Asia-Pacific and the Direct Marketing Association in New York.
Kathleen Schaub is the vice-president of IDC’s CMO Advisory Practice in the US.
Corinne Sklar leads the global marketing organisation at Bluewolf, which includes digital marketing services. She is responsible for global brand awareness, corporate marketing strategy, client relations, and executive management. Corinne launched the award-winning corporate initiative, #GoingSocial, which has dramatically increased internal and external global collaboration. She is a frequent contributor to the Guardian UK and has been recognised with numerous awards including CRN’s Power50 as an industry leader. As a founding member of The Women Innovators Network, a global network that celebrates and supports female leaders who are driving business success, she is active in entrepreneurship and programs to encourage women's leadership in Silicon Valley.
Angela is chief strategy officer of award winning data-driven media, CX and advertising agency, Affinity. The Sydney headquartered agency she co-founded in 2003 along with CEO, Luke Brown, was created to provide a real alternative to traditional agency thinking. Angela has played a vital strategic role in building brands including Commonwealth Bank, Bayer, NT Tourist Commission, Lend Lease, Pilot, Panasonic and Johnson & Johnson. Affinity's use of data to drive creative solutions has seen it deliver significant return on investment for clients.
With a Masters in business psychology, Olly’s career has spanned the technology space, with particular emphasis on martech and performance marketing. Olly has worked with numerous enterprise brands and retailers including Harrods, Michael Kors and Arcadia Group to help innovate across influencer marketing, analytics and inventory management. Building on his passion for marketing and digital, Olly is Business Director at Performics, the global performance marketing agency that converts consumer intent into revenue for Australia’s most admired brands including ToysRUs, FitnessFirst, Toyota and Stan. Performics is a Publicis Media company.
James has more than 20 years' experience in the branding and design industry in the UK and Australia. At Designworks James has a passionate focus on the translation of brand strategy into the brand experience seamlessly across all touch points. And believes that simplicity, originality and joined up thinking is a winning combination for clients. As Creative Director James has lead projects for Virgin Group, Hilton, Royal Mail, BBC, Bank of Melbourne, South 32, Transurban, Australia Post and Officeworks.
Tristan Sternson is the managing director and founder of information management (IM) consulting firm, InfoReady. He has architected and led many large, complex, and leading edge IM and BI programs in Asia-Pacific and Europe. Tristan is also a pioneer of new technologies and approaches to IM, and is a regular panellist and presenter at many industry events, and contributed to various publications. Prior to InfoReady he was the local data management and architecture lead for Accenture.
Fergus is the founder and commercial director for Edge, the independent strategic content marketing agency. As the original founder of Edge in 2003, Fergus is a recognised thought leader on content marketing. He has a wealth of experience and has spent a decade devising and launching customer engagement strategies for many blue chip companies and brands. Edge's clients include Woolworths, Volkswagen, Westpac, Australia Post and Foxtel.
Sabri is the founder of Australia’s fastest growing digital marketing agency, King Kong, and author of international bestseller, ‘Sell Like Crazy’. The book covers all facets of digital marketing and illustrates the path to success with real-life case studies where Sabri has used the exact same selling system to supercharge their business.
A registered psychologist, Sam is head of behavioural science at OgilvyChange Australia, a practice that combines leading research in cognitive psychology and behavioural economics with the creative expertise of the Ogilvy Group.
Bruce Temkin is a managing partner of customer experience consulting and research firm, Temkin Group, and helps large organisations improve business results by changing how they deal with customers. His focus includes strategy, marketing, interaction design, customer service and leadership practices. He is also the co-founder and chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organisation.
Daniel currently works as content and inbound manager at Green Hat, a B2B digital marketing agency in Melbourne. Daniel enjoys writing about sales and marketing integration, HR, content marketing and social media strategy.
Lee became the CEO of the AMI in August 2014 after holding the position of chair. She has held several senior marketing and distribution roles with Unilever, Revlon, AMP and Commonwealth Banks Count Financial, and was most recently marketing practice leader for the Internal Consulting Group. Prior to joining the executive team at AMI, she spent three years running her own consulting firm covering strategy, marketing and business advice. Lee has participated in the association for 10 years, a decade which includes a stint as NSW president and then joining the board in 2007.
Richard is the group vice-president of the Executive Advisory Strategies division at global analyst firm, IDC.
Graham Winter is an Australian psychologist and best-selling author of Think One Team, The 90-day plan that engages employees, connects silos and transforms organisations. www.thinkoneteam.com
Darren Woolley is Founder and MD of TrinityP3, an independent strategic marketing management consultancy that assists marketers, advertisers and procurement with agency search and selection, agency engagement and alignment and agency monitoring and benchmarking. With his background as an analytical scientist and creative problem solver, Darren brings unique insights and learnings to the marketing process. He is considered a global thought leader on agency remuneration, search and selection and relationship optimisation.
Samantha Yorke is the director of regulatory affairs at the Australian Interactive Advertising Bureau. She is a senior digital media and technology lawyer and policy advisor with more than 1 years’ experience working within the consumer technology sector in Australia and Europe. Sam was previously legal director for Yahoo! for Asia-Pacific and participated in external forums such as the Department of Broadband, Communications and the Digital Economy’s Consultative Working Group on Cybersafety and the Safer Internet Group. She consulted during reforms of the Federal Privacy Act, contributed to the Prime Minister & Cabinet’s Cyber whitepaper, and was instrumental in the drafting of the self-regulatory Best Practice Guideline for Online Behavioural Advertising. Samantha is a deputy member of the NSW Information and Privacy Commissioners Office Advisory Committee and sits on the management committee of All Together Now.
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For some CMOs, it’s easy to feel alone in the undying quest to better serve the customer. At times, it feels like the marketing department and the boards are speaking a different language, with one side trying to serve the customer, and the other side more focused on the shareholders and financials.
When I talk to organisations around the world about their customer experience strategy, it is often the CMOs and their marketing teams who take the lead. They’re keen to improve the ways they attract and engage customers, and they want to understand the technologies that can help them make their customer experience truly outstanding.
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